Our Technology

We’ve invested significantly in our internal systems to ensure we deliver high quality IT support and managed services, and provide a platform for our continual improvement.

Why our technology is important to you

A key differentiator between us and so many other ICT Managed Service Providers is that we strongly and genuinely believe in using technology for operational and commercial advantage, and not for its own sake. This applies to our approach to clients too.

For this reason we are not afraid to invest in the best technology available, even if it may appear inconvenient or risky, or even if it requires significant financial re-investment.

The result is that we are ahead of the game and able to provide top quality service in these ways:

Improving your efficiency and facilitating growth for your company

Ensuring that you’re getting value-for-money from us in a way that is transparent and honest

Enabling us to provide premium quality service and fast, comprehensive response and resolution of issues

Allowing us to pre-empt issues and stop them before they affect your business

Offering you visibility around your IT support issues, with updates and audit trails

How we use technology to benefit you?

We’ve made significant investment into our technology to ensure that we manage your tickets and requests as efficiently and comprehensively as possible. Feeding this information into our KPIs we have the bedrock needed for continual improvement in the service we deliver

We believe in re-investing to ensure we have the best toolset available

Where possible we use the same technology in-house as our clients so we share the same viewpoint as you

We consider the bigger picture and try to integrate our tools as far as is possible: the whole becomes greater than the sum of its parts

We have tools that let us see what is going to happen and when something isn’t quite right before it affects you

Our technology allows us to work to industry standards and according to best practise (ITIL, for example)

Our systems for purchasing and proposal management are also fully integrated

Communications technology offers:

Full reporting on our telephony activities – we can make sure that we’re answering calls quickly for example

Call-routing, queuing and management, to ensure you speak to the right people as quickly as possible

Automated ticket creation from our telephone system when needed, including attachment of voicemails left out-of-hours so we can be on top of anything you report as soon as we are around, as a matter of priority

Documentation software provides:

Extensive and growing knowledge base of fixes to problems and issues for faster fixes

Integration with our other systems to document technical details of your systems automatically – no duplication, searching for information, and no room for error or mistakes

Secure access for you, so you can view information about your technology and equipment – great for internal IT teams

The same as it does for you (we use the same tools as you):

We have detailed knowledge and experience of the tools you use so we can be of greater help to you

We can help manage your security and access to systems and information in accordance with your needs

We can manage your computer setup and configurations using standard tools like Active Directory and Group Policy

We can configure or rebuild computers for you before shipping to site to save you time

What next?

To find out more about our technology and how it can help you, please contact us today or call 01793 295000 to speak to an expert member of our team.